Delivering NextGeneration Digital Experiences（交付下一代数字体验）.pdfVIP

Delivering Next-Generation Digital Experiences Accelerating the next wave of revenue growth, service excellence, and business efficiency O R A C L E W H I T E P A P E R | F E B R U A R Y 2 0 1 5 Introduction Becoming a digital business is imperative for all organizations that wish to deliver the next wave of revenue growth, service excellence, and business efficiency. Today’s enterprises need to connect “experiences” to outcomes, encompassing the entire customer engagement lifecycle. Line-of-business (LOB) and IT leaders have come to agree on the key business priorities: to grow revenue, acquire and retain customers, and improve customer satisfaction—all while reducing costs and minimizing risk. It’s widely understood that the digital experience (DX) has become the cornerstone for all brand experiences. It’s crucial that organizations get this right since the stakes for getting it wrong are extremely high. Think about all the twists and turns that the average customer takes on his or her journey with your brand—all the touchpoints including traditional advertising, social marketing, mobile apps, and website interactions. Collectively, the experiences on this digital journey should connect customers with your brand, products, and services based on your knowledge and insight into their personas and online behaviors. In short, the engagement vision of the organization has to match the reality of what customers experience. That’s why innovative marketers rely on digital experience and engagement technologies to engage their audiences, launch new products, establish comprehensive services, and develop new and compelling business models. Marketers have learned how to empower their audiences—including customers, citizens, employees, suppliers, and partners—as well as how to optimize their business operations based on industry-leading digital experiences. How do you deliver an experience that is frictionless and reflects your understanding of who y